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Troubleshooting / Repairs / Warranty - FutureHoop Shuffle or Remote

By selecting the correct topic and filling out all the fields we ask for, you are ensuring the quickest possible service 🙂

The following questions will help us pinpoint exactly whether your battery, charger, or hoop is the problem. Please answer all the questions so we can get you glowing again as quickly as possible 🙂

When testing the hoop, make sure the battery is inserted in the correct direction inside the hoop. The positive end of the battery should face the "+" sticker on the hoop and the flat/negative side of the battery should face the "moodhoops" sticker.

Name*

FirstLast

Email*

What was the original Name, Email or Order # used to place your order?*

Which model FutureHoop do you have?*

FutureHoop Shuffle

FutureHoop Remote

Around when did you receive your hoop?*

Order # (optional):

Has this hoop been resized, retubed, or sent in for a paid service before?*

Hoop will flash on or flicker for a quick second while turning on the hoop, or when hitting it

Hoop will turn on but starts to flicker or turn off while hooping

Push button connection or Hoop closure issue

Spring pushed back / Missing push button

Won't light up and the battery is charged

Difficult to open and close the hoop

Multiple LEDs are out or miscolored

Charger appears to be not working

Hoop will turn on but starts to dim

Battery appears to be not working

Battery terminal has damage

1 LED is out or miscolored

Kinked or cracked tubing

Possible water damage

Switching modes

Warped tubing

Other

Spring pushed back / Missing push button:

This is only for hoops with an outer cuff. If your push button has been pushed into the tube this is an easy fix 🙂

Important Battery Note:
Please make sure only one battery is used in the hoop at a time. Using two batteries in the hoop is not good for the hoop electronics, as it over-volts the LEDs and can cause damage to the hoop. Please make sure the instructions are read and followed before using the hoop or charging the batteries.

Single or Multiple LEDs out:

We're happy to work with you to get your hoop repaired quickly. Before we have your hoop sent in, we want to make sure we're addressing the issue correctly.
Please confirm a few details for us so we can be sure to provide you with the best service 🙂

LEDs may not look as you're expecting if the battery is discharged or no longer in good working condition. If you have an additional battery, first fully charge all your batteries and try it in the hoop to see if the LED returns to normal.

Lastly, and most importantly, please confirm that your hoop has not had exposure to water, as this leads to corrosion in the hoop internals and causes LEDs not to work. Water damage is not covered by the warranty, but we are happy to get your hoop in for repair.

If you think your hoop may have had exposure to water, dew or moisture, please let us know in the comments below.

Kinked or Cracked Hoop Tubing:
Kinked or cracked tubing may cause damage to the internal electronics of the hoop. If there's internal damage to your hoop and the tubing is kinked or cracked, fill out the rest of the form below.

Hoop is difficult to open or close:If you're having difficulty closing your hoop, there's an easy fix for this 🙂 Hard to see dirt or debris can get into the hoop where it slides in, causing the hoop to become difficult to open or close.

Take a moment to clean off the connection areas of the tubing where the hoop fits together, making sure there is no debris (sand or dirt) causing extra friction.

You may add a *very small* amount of petroleum jelly (Vaseline) on the inner part of the tubing connection that slides into the other side of the hoop.

Please give this a try, as this is what will make it easier in most cases.

Warped Tubing:First try to set the hoop out in the sun on a flat surface, with the battery removed. It's normal for your hoop to have a little memory from its coiled shape when it's been collapsed for a while.

You may also have experienced the warping from keeping the hoop leaned against a wall at an angle. Tubing is stiffer in even slightly lower temperatures, so it probably just needs a little bit of sunshine to help get it back into shape 🙂

Newer hoops shipped from our workshop come with a 'shipping cuff' that is used to keep your hoop closed in a coiled position. If you still have this you can use it to carefully coil your hoop, and then leave it in a sunny spot. Leave it in this position in a warm spot for about a day to improve the shape of the hoop.

Water Damage Info:
Water damage isn't covered by the warranty, but if you think there's water damage just let us know ahead of time so we can recommend the best course of action. If the hoop is beyond repair we would be happy to work out a discount for you on a new hoop instead. Just let us know what's up 🙂

Please describe the problem you're experiencing with your hoop:*

Number of batteries you have? (please enter a number)*

Please describe the condition of each of your batteries. Is the plastic peeling, is there discoloration near the positive end?*

If you have described your batteries as having damage or peeling, we do not recommend they get charged, and get replaced instead. Please continue to fill out the questions as best as you can so we can help get you glowing again. Remember to always use caution with the use and charging of your hoop batteries (lithium-ion battery cells).

Is the issue that you are experiencing happening when you try all of your Moodhoops batteries, after each one has been fully charged?*

Yes - this issue occurs with all my batteries, even after each one has been fully charged to the best of my knowledge

No

Only happens with one battery

Have you tried leaving the batteries on the charger for a few hours? (You should try this if your hoop lights up for a just a second with the battery in)*

Are your batteries different lengths?*

Yes

No

Are you only experiencing connection issues with the longer battery?*

Yes

No

Both

When the charger is plugged into the wall, without a battery, does the light turn green?*

When the battery is inserted into the charger, what happens to the light on the charger?*

Do the ends of the battery terminals stand off from the end of the hoop fairly well? Does it make a solid connection with both sides of the battery?*

Yes

No

I can't tell

Can you confirm that you are seeing an LED that is out and not the dark spot from the counterweight?*

Yes

No

Not sure

What number of LEDs in your hoop are currently functioning normally? Enter a number:*

Are you experiencing an issue with particular colors going out first? Please describe:*

Certain colors of light use more voltage than others. If you're experiencing particular colors fading before others, this may be a sign of your battery needing charging.

Even with the above suggestions to reshape your tubing, are you still experiencing warped tubing? Please describe in detail.*

After trying the above methods to make your hoop easier to open and close, are you still experiencing the same problem? Please describe:*

If we determine that you need replacement parts, which address should we ship to?*